Documentation:HTCC:IWWDep:EnablingAgentsToManageContacts:9.0.0

Enabling agents to manage contacts and interactions

Procedure: Enabling Automatic Contact Lookup

Purpose: To enable Universal Contact Server to lookup and create contacts when a new interaction is routed to an agent or when an agent dials a call.

Prerequisites

• The GWS Application Server object application object exists in the Configuration Database.
• The GWS Application Server object application has a connection to Universal Contact Server.

Start

1. Enable the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to an agent:
   • contact.lookup.enable
   • contact.lookup.<media-type>.enable
   Important
   If more than one contact matches, by default the first found contact is assigned.
2. If the value of the contact.lookup.enable (or contact.lookup.<media-type>.enable) options is true, you can use the contact.lookup.auto-assign-mode (or contact.lookup.<media-type>.auto-assign-mode) option to enable contact look up to either assign the first contact that matches the search criteria (for example, the phone number) or to allow an agent to review multiple matches and select the correct match. For example, multiple people could be using the same phone to make calls into your contact center. Each of these contacts has a unique record in UCS that have the same phone number.
   To enable agents to select from a list of multiple contacts that match contact lookup criteria, set the value of the contact.lookup.auto-assign-mode option to false. If the value of the option is false, and multiple contacts match the search criteria, the Suggested Contacts view containing all the contacts that match the search criteria is displayed in the interaction window.
   If the value of the contact.lookup.auto-assign-mode option is true, the first contact that matches the search criteria is assigned to the interaction automatically and the Suggested Contacts view is not displayed.
   
   Important

   The maximum number of suggested contacts that can be displayed is limited to 50.
3. If an inbound call is not already assigned to a contact by using a strategy, you can preprocess the inbound phone number prior to performing contact lookup in Universal Contact Server (UCS) to avoid potential duplicate contact creation.
   1. Set the value of the contact.lookup.enable-create-contact option to true.
   2. Remove unsupported characters by using the expression.phone-number.supported-characters option.
   3. Set the value of the contact.lookup.voice.use-formatted-number option to true to specify that the phone number of an inbound voice interaction is subject to processing by the expression.phone-number.supported-characters option prior to contact lookup. This option can be overridden by a routing strategy.
4. Enable Workspace to create a new contact in UCS if the contact is not found:
   • contact.lookup.enable-create-contact
   • contact.lookup.<media-type>.enable-create-contact
5. Specify which contact attributes an agent must complete when a contact is created by configuring the contact.mandatory-attributes option.
6. Specify which contact attributes can have more than one value, for example multiple phone numbers, by configuring the contact.multiple-value-attributes option.
7. To alert agents who try to create a contact that potentially already exists in the UCS contact database, set the value of the contact.create-contact.check-duplicate option to true. If an agent tries to create a contact that potentially matches one or more in the contact database, Workspace displays the list of potential matches, then allows an agent to either create the new contact or select an existing contact instead.
   Use the following options to control what UCS attributes are searched to determine whether a new contact is a potential duplicate. These options can be configured individually or together to allow "AND" and "OR" searches.
   • contact.potential-match.search-query.and-clause: These UCS contact attributes are added to the search query using AND logic.
   • contact.potential-match.search-query.or-clause: These UCS contact attributes are added to the search query using OR logic.
8. To enable Contact Search, follow the Enabling the Interactions Search view procedure.

End

Triggering contact look-up and populating History

Interactions can be assigned to a contact in the contact database automatically or manually. Automatic assignment is handled by contact look-up when an inbound interaction is received.

Use the following configurations to specify how automatic contact assignment and creation is handled.

Automatic contact look-up and interaction storage

Workspace can be configured to automatically assign a new inbound interaction to an existing contact in the contact database, or to create a new contact if the contact is not found. This behavior can be specified for all channels or for individual channels. To enable this capability, configure the following options:

• contact.lookup.enable: Specifies that the Universal Contact Server (UCS) identify service is to be used for contact lookup.
• contact.lookup.enable-create-contact: Specifies that the Universal Contact Server (UCS) creates a contact service to be used if the identify service fails to find the contact.
• contact.lookup.auto-assign-mode: When there are multiple contact matches, specify whether the first found contact is assigned automatically (default behavior) or the agent is presented with a list of matches that he or she can manually choose the contact.
• contact.lookup.<media-type>.enable: Activates the Workspace features that rely on the Universal Contact Server (UCS) IdentifyService for contact lookup when an interaction is presented to the Agent.
• contact.lookup.<media-type>.auto-assign-mode: For the specified media type, when there are multiple contact matches, specify whether the first found contact is assigned automatically (default behavior) or the agent is presented with a list of matches that he or she can manually choose the contact.
• contact.lookup.<media-type>.enable-create-contact: Activates the Workspace features that rely on Universal Contact Server (UCS) for contact lookup when an interaction of the given media type is presented to the agent.
• contact.ucs-interaction.<media-type>.enable-create: Activates the Workspace feature that generates the interaction history in Universal Contact Server (UCS) based on the inbound and outbound interactions of type <media-type> that are handled by Workspace. Enable agents to create interactions of type <media-type>.

Directly dialed calls

If you want to record calls in your Contact Database that were directly dialed by agents so the the calls can be tracked in the agent's history, ensure that the following two options are set to true:

• contact.lookup.<media-type>.enable-create-contact
• contact.ucs-interaction.<media-type>.enable-create

To enable agents to manually create a contact when they have an active interaction, set the value of the contact.lookup.enable-create-contact option to true.

Improving automatic contact assignment

If you implement the default contact look-up configuration, Workspace selects the first contact from the list of matching contacts returned by UCS, based on interaction attributes. However, if more than one contact matches the information available for a new inbound interaction, the subsequent matches are not considered. To improve automatic contact assignment when multiple matches are found, use the following configuration options to enable agents to choose a contact from the list of matches returned by UCS:

• contact.lookup.auto-assign-mode: When there are multiple contact matches, specify whether the first found contact is assigned automatically (default behavior) or the agent is presented with a list of matches from which he or she can manually choose the contact.
• contact.lookup.<media-type>.auto-assign-mode: For the specified media type, when there are multiple contact matches, specify whether the first found contact is assigned automatically (default behavior) or the agent is presented with a list of matches from which he or she can manually choose the contact.

Example: Preventing automatic contact creation in case of no UCS match and automatic contact assignment in case of multiple UCS matches

This example is for the voice channel, but it can be applied to all channels or to other specific channels. Normally, if there is a single contact in the Universal Contact Server (UCS) database, Workspace automatically assigns the contact. In these scenarios:

• If you want to enable your agents to assign a contact to an interaction based on a look-up in the UCS database in scenarios where no match is found for the inbound interaction, but you do not want a new contact to be created automatically without your agent searching the contact database first,
• If you want to enable an agent to review the possible contact matches and choose the appropriate one in scenarios where there are multiple contacts that match an incoming interaction,

Use the following configuration:

• privilege.contact.can-use-assign-contact
• contact.lookup.voice.enable = true
• contact.lookup.voice.enable-create-contact = false
• contact.lookup.voice.auto-assign-mode = false

Contact Management: Last Routed Agent

The Last Routed Agent Feature enables you to save in the Contact Profile, information about the last agent who handled interactions from that contact. The agent handling information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:

• LastCalledAgent_EmployeeID
• LastCalledAgent_TimeStamp
• LCA_EmplID_<MediaType>
• LCA_TimeStamp_<MediaType>

Where <MediaType> corresponds to the media of the interaction.

Refer to the eServices and Routing documentation for more information about this feature.

You can activate this option globally by setting to true the contact.last-called-agent.enable option in the Contact section. Or you can activate it by media type by setting the contact.last-called-agent.<media-type>.enable option to true in the Contact section.

Disabling Automatic Contact Look-up

To disable automatic contact lookup and contact creation when Genesys handles a new interaction, configure these options with the following values:

• contact.lookup.<media-type>.enable = false
• contact.lookup.<media-type>.enable-create-contact = false
• contact.lookup.enable = false
• contact.lookup.enable-create-contact = false

Overriding Contact Look-up

You can override automatic contact look-up and contact creation by including the IdentifyCreateContact option in the interaction attached data. If present, this option overrides the following contact look-up options. Refer to the Supported value for the IdentifyCreateContact option table to see how different values for the IdentifyCreateContact option override contact look-up and creation:

• contact.lookup.enable
• contact.lookup.enable-create-contact
• contact.lookup.<media-type>.enable
• contact.lookup.<media-type>.enable-create-contact

Supported value for the IdentifyCreateContact option

Value	Override
1	Disable contact lookup (overrides contact.lookup.enable = true and contact.lookup.<media-type>.enable = true) Disable contact creation on unsuccessful lookup (overrides contact.lookup.enable-create-contact = true and contact.lookup.<media-type>.enable-create-contact = true)
2	Enables contact lookup (overrides contact.lookup.enable = false and contact.lookup.<media-type>.enable = false) Disable contact creation on unsuccessful lookup (overrides contact.lookup.enable-create-contact = true and contact.lookup.<media-type>.enable-create-contact = true)
3	Enables contact lookup (overrides contact.lookup.enable = false and contact.lookup.<media-type>.enable = false) Enables contact creation on unsuccessful lookup (overrides contact.lookup.enable-create-contact = false and contact.lookup.<media-type>.enable-create-contact = false)
Any other value or an invalid value.	The options are not overridden.

Procedure: Enabling agents to handle voice interactions without an assigned contact

Purpose: To create voice interactions in the Universal Contact Server (UCS) database without an associated contactId. This feature also enables the Note view for interactions without an assigned contact.

By default, Workspace does not create a voice interaction in the UCS database if a contactId is not assigned to a voice call. An interaction might not have an assigned ContactId if the contact lookup request returns no matching contact and the agent does not assign a contact to the interaction. In some environments, agent configuration might prevent the association of a contactId with an interaction. For example:

• The value of contact.lookup.voice.enable is false. In this scenario, contact lookup is not performed and no contactId is assigned.
• The value of contact.lookup.voice.enable is true, but the value of contact.lookup.voice.enable-create-contact is set to false. In this scenario, contact lookup is performed, but when no matching contact is found, the interaction history is not created in the UCS database.
• The value of privilege.contact.can-use-assign-contact is set to false. In this scenario, when a contactId cannot be assigned automatically to a voice interaction, it is not possible for the agent to manually create a contact or assign an interaction to a known contact.

Prerequisites

• A working knowledge of Genesys Administrator Extension.
• Procedure: Enabling agents to manage contacts

Start

1. Configure the value of the contact.ucs-interaction.voice.enable-create-without-contact option to true.
2. Configure the value of the contact.ucs-interaction.voice-campaign.create-without-contact option to true to enable this feature for Outbound campaigns.

End

Procedure: Enabling the Contact Directory, Contact History, and My History

Purpose: To enable an agent to use the Contact Directory, Contact History, and My History views.

This functionality enables agents to search the contact data base, create new contacts, and delete existing contacts.

The Contact Directory supports one view, a grid.

Prerequisites

• The GWS Application Server object application object exists in the Configuration Database.
• The GWS Application Server object application has a connection to Universal Contact Server.
• The GWS Application Server object application has a connection to Interaction Server.
• The agent object is configured to use one or more of the following media channels:
  • Voice
  • Email
  • Chat

Start

1. Enable an index search on contacts to enable searches on contact interactions. For more information about enabling index searches, refer to the eServices Administrator's Guide.
2. To search on custom interaction attributes (such as searching on an attached data attribute of an interaction), in Genesys Administrator, create or update a Business Attribute in the tenant that contain(s) your agents.
   • The Type of the Business Attribute is Interaction Operation Attributes.
   • The Attribute values are the codes that are available for the agent:
     • name—Used in attached data.
     • annex—Used in the Agent interface. Include a settings section with these options:
       • is-sortable = true
       • is-searchable = true
3. Grant the Contact - Can Use privilege: privilege.contact.can-use
4. To create interactions in Universal Contact Server (UCS), configure the following Interaction options in the interaction-workspace section of the GWS Application Server object object:
   • contact.ucs-interaction.<media-type>.enable-create: Set to true. For example to enable voice interactions, set contact.ucs-interaction.voice.enable-create to true.
   • By default, these options should be set to true except for Outbound Campaign voice call, where the contact.ucs-interaction.voice-campaign.enable-create option deactivates this by default; to create interactions in UCS for voice Outbound Campaign calls, set the value of contact.ucs-interaction.voice-campaign.enable-create to true.
   • Use the contact.ucs-interaction.voice.unanswered.enable-create option to specify whether a call history is created for outgoing calls that are not answered by a contact. If this option is set to true, unanswered calls are added to the UCS database and are viewable in the My History, Contact Directory, Interaction History, and Contact History tabs. This option depends on the value of the contact.ucs-interaction.voice.enable-create option being set to true.
5. For the Contact Directory view, grant the following privileges:
   • privilege.contact.can-use-contact-directory
   • privilege.contact.can-use-save-contact

   then configure the Contact options in the interaction-workspace section:

   • contact.available-directory-page-sizes
   • contact.cache-timeout-delay
   • contact.default-directory-page-size
   • contact.directory-displayed-columns
   • contact.directory-search-attributes
   • contact.directory-search-mode
   • contact.displayed-attributes
   • contact.enable-force-delete-contact: Allows an agent to force-delete a contact who has one or more in-progress interactions.
   • privilege.contact.can-create-contact
   • privilege.contact.can-delete-contact
6. For the Contact History view, grant the following privileges:
   • privilege.contact.can-use-contact-history
   • privilege.contact.can-use-contact-history-case-data
   • privilege.contact.can-use-contact-history-detail
   • privilege.contact.can-use-contact-history-notepad
   • privilege.contact.can-inline-forward.email.from-history
   • privilege.contact.can-mark-done.email.from-history
   • privilege.contact.can-mark-done.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)
   • Enable agents to open interactions from the History and control which interactions can be opened. Refer to Granting basic Interaction History privileges.

   then configure the Contact options in the interaction-workspace section:

   • contact.history-displayed-columns
   • contact.history-default-time-filter-main
   • contact.history-quick-search-attributes
   • contact.history.quick-search.max-input-length
   • contact.history-search-attributes
   • contact.history.media-filters
7. To enable the display of chat transcripts for Open Media channels that are handled as chat interactions, such as Facebook public and Twitter public, configure the openmedia.chat-history-channels in the workspace-service section.
8. Enable Contact History search. You can enable basic and advanced searching in the History view in the Contact Directory and in the Interaction window for agents in your contact center and configure which advanced search options are displayed in the Agent Workspace. With advanced searching enabled, agents can search contact history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
   1. Activate the basic search privilege. See privilege.contact.can-search-contact-history.
   2. Enable advanced searching. See privilege.contact.can-advanced-search-contact-history.
   3. Enable the filtering of interactions in the Contact History view. See privilege.contact.can-filter-contact-history.
   4. Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
   5. Define the list of date search options on the Advanced Search window. See contact.date-search-types.
   6. Specify which interaction types (channels) are included in the Contact History view list of interactions. See contact.history.media-filters.
9. For the My History view, grant the following privileges:
   • privilege.contact.can-use-contact-myhistory
   • privilege.contact.can-inline-forward.email.from-history
   • privilege.contact.can-mark-done.email.from-history
   • privilege.contact.can-mark-done.<media-type>.from-history (for example media-type = fax, sms, workitem, pdf, or other open media type)
   • Enable agents to open interactions from the History and control which interactions can be opened. Refer to Granting basic Interaction History privileges.

   then configure the Contact options in the interaction-workspace section:

   • contact.myhistory-displayed-columns
10. Enable My History Search. You can enable basic and advanced searching in the My History tab in the Connect group for agents in your contact center and specify which advanced search options are displayed in Agent Workspace. With advanced searching enabled, agents can search their own interaction history by date range, interaction type, and specific default and custom attributes. The search returns a maximum of 100 results.
    1. Activate the basic search privilege. See privilege.contact.can-search-my-history.
    2. Enable advanced searching. See privilege.contact.can-advanced-search-my-history.
    3. Enable the filtering of interactions in the My History view. See privilege.contact.can-filter-my-history.
    4. Enable chronological filtering by configuring the contact.myhistory-default-time-filter-main option.
    5. Specify which attribute columns are displayed in the My History view by configuring the contact.myhistory-displayed-columns option.
    6. Specify the interaction attributes that are used to search interactions in the quick search mode of the My History view by configuring the contact.myhistory-quick-search-attributes option.
    7. Specify the maximum number of words that can be used for a quick search phrase by configuring the contact.history.quick-search.max-input-length option. Genesys recommends using the default value of 10 to avoid impact on your system resources.
    8. Define the list of attributes displayed on the Advanced Search window. See contact.history-search-attributes.
    9. Define the list of date search options on the Advanced Search window. See contact.date-search-types.
    10. Specify which interaction types (channels) are included in the My History view list of interactions. See contact.history.media-filters.
11. Enable Click to dial and click to search. Agents can be enabled to make calls or to open the contact information in the Contact Directory from the Details tab of a History view.
    1. privilege.voice-history.can-click-to-dial: Enables an agent to use Click-to-dial a voice call from the Details tab of the history of a voice interaction in any History view.
    2. privilege.voice-history.can-click-to-search: Enables an agent to use Click-to-search to open the Contact Directory by clicking a Contact name in the Details tab of the My History or Interaction Search views.

End

Procedure: Enabling Last Routed Agent

Purpose: To enable the last routed agent feature, which saves information about the last agent who handled interactions from that contact in the Contact Profile. That information can then be used during the routing of subsequent interactions from this contact. When an agent actively handles an interaction of a given media type from a contact, the following keys are set in the Contact Profile:

• LastCalledAgent_EmployeeID
• LastCalledAgent_TimeStamp
• LCA_EmplID_<MediaType>
• LCA_TimeStamp_<MediaType>

Where <MediaType> corresponds to the media of the interaction.

Refer to the eServices and Routing documentation for more information about this feature.

Start

1. You can activate this feature by setting the following options in the interaction-workspace section:
   • To globally enable last routed agent, set the contact.last-called-agent.enable option to true
   • To selectively enable last routed agent by media type, set the contact.last-called-agent.<media-type>.enable option to true.
   • To activate it by media type, set contact.lookup.<media-type>.enable to true.

End

Procedure: Enabling the Interactions Search view

In Agent Workspace you can enable the Interactions Search view. When enabled, agents can select the Interactions Search tab from theConnect group and then use a variety of advanced search controls to locate the interactions that they want to view. The search returns a maximum of 100 results.

Start

1. Activate the Interaction Search view. See privilege.contact.can-search-all-interactions.
2. Enable advanced searching. See privilege.contact.can-advanced-search-all-interactions.
3. Enable the filtering of interactions. See privilege.contact.can-filter-all-interactions.
4. Define the list of attributes that the agent can select in the Quick Search view. See contact.all-interactions-quick-search-attributes.
5. Specify the maximum number of words that can be used for a quick search phrase by configuring the contact.history.quick-search.max-input-length option. Genesys recommends using the default value of 10 to avoid impact on your system resources.
6. Define the list of attributes that the agent can select in the Advanced Search view. See contact.history-search-attributes.
7. Define the list of search types that the agent can use to define a date range for the search. See contact.date-search-types.
8. Define the columns displayed in the returned search results. See contact.all-interactions-displayed-columns.
9. Specify which interaction types (channels) are included in the Interaction Search view list of interactions. See contact.history.media-filters.
10. Enable agents to open interactions from the History and control which interactions can be opened. Refer to Granting basic Interaction History privileges.

End

Advanced Search

The following table summarizes the attributes that you can use to configure Quick Search and Advanced Search of the Contact History, My History, and Interactions Search views. System and custom attributes are supported as noted.

• System date attributes: On, OnOrAfter, Before, and Between search types are configured by using the contact.date-search-types option.
• System text attributes: These can be searched by using the Matches search type which, for each word typed into the query, returns at least one word that starts with this word. Text search does not support queries containing double quotes. Interaction Search enables agents to search for the content of email and chat interactions. Content for these interactions is stored in Text and/or StructuredText attributes. Text includes the content of the plain-text email interactions. StructuredText includes the content of HTML-formatted email interactions and chat transcripts, as well as SMS interactions handled in session mode and Facebook Private Message sessions.
• Custom History Search Attributes: A custom interaction search attribute is an interaction attribute that is not part of the default Genesys UCS data design. A custom interaction search attribute is typically defined during the Business Process design and is implemented by the addition of key-value pairs to the attached data of the interactions which are then stored in UCS.

  Configure Workspace to use custom interaction search attributes as search criteria for both the quick search and advanced search modes of the Interaction Search, Contact History, and My History views. Use the following options:

  • contact.history-quick-search-attributes
  • contact.myhistory-quick-search-attributes
  • contact.all-interactions-quick-search-attributes
  • contact.history-search-attributes

  Limitation: JOINT searches of the interaction list with the contact list are not possible unless you create a business process that copies attributes from the contact records into the corresponding interaction records.

Interaction History Search System Attributes

Attribute Name	Advanced Search	Quick Search	Contact/My History (grid)	Contact/My History (tree)	All Interactions Search (grid)	Description
CcAddresses	Yes	Yes	No	No	No	The email Cc address.
ContactId	Yes	No	Yes	Yes	Yes	The Contact of the interaction. Searchable by Team Communicator.
EndDate	Yes	No	Yes	Yes	Yes	The date when the interaction was marked completed in the Genesys system.
EstablishedDate	Yes	No	No	No	No	The date when the Chat session was established.
FromAddress	Yes	Yes	Yes	Yes	Yes	The email From address.
FromPersonal	Yes	Yes	No	No	No	The Personal Part of the email From address.
Id	Yes	Yes	No	No	No	The unique ID of the Interaction.
Mailbox	Yes	Yes	No	No	No	The Mailbox from which the email was received.
OwnerId	Yes	No	Yes	Yes	Yes	The person who processed the interaction. Searchable by Team Communicator.
PhoneNumber	Yes	Yes	No	No	No	The Phone Number from which the contact called or was used to call the contact.
ReleasedDate	Yes	No	No	No	No	The date when the Chat session was ended.
ReplyToAddress	No	No	No	No	No	The email Reply-To address.
ReviewerId	No	No	No	No	No	The person who reviewed the interaction (typically an email). Searchable by Team Communicator.
SentDate	Yes	No	No	No	No	The date when the outbound email was sent to the destination.
StartDate	Yes	No	Yes	Yes	Yes	The date when the interaction was created in the Genesys system.
Status	Yes	No	Yes	Yes	Yes	The Status of the interaction in Universal Contact Server (UCS): In Progress or Done.
StructuredText	Yes	Yes	No	No	No	The Transcript of the Chat, SMS Session, or FacebookPrivateMessage session, or the Email Rich Text Content.
Subject	Yes	Yes	Yes	Yes	Yes	The Subject of the interaction.
SubtypeId	Yes	No	No	No	No	The Sub-Type of the eServices interaction; for example, InboundNew or OutboundReply.
Text	Yes	Yes	No	No	No	The text received from or sent to the contact (typically the email plain-text content).
TheComment	Yes	Yes	No	No	No	The Notes attached to the interaction by the person who handled it.
ToAddresses	Yes	Yes	No	No	No	The email To address.
TypeId	Yes	No	No	No	No	The Type of the eServices interaction; for example, Inbound or Outbound.

Case Sensitivity

Search is case insensitive. TEST, tESt, test, and teST are all considered identical.

Phrase Search

Searches are Starts With searches unless quotation marks are used. When quotation marks are used, Agent Workspace employs an Exact search.

If an agent encloses a phrase in quotation marks, search results return only matches for the exact phrase.

Without quotation marks around a phrase, each word is searched for independently, and results are returned for all interactions that contain all the strings that start with the specified words. If not all of the phrase strings are found in an interaction, it will not be included in the search results.

Custom Attributes

You can define a search based on custom attributes. Custom attribute search employs an Exact Match strategy. Agent Workspace can search on either the Display name or the Attribute name.

To use a custom attribute, in the Interaction Attributes business attribute, define a new business attribute value where:

• Name = <Name of the custom attribute>
• Display Name = The name displayed in Workspace

Custom Attribute searches can either be presented as a text field where the agent must enter the exact search string to find a match, or you can configure Workspace to display a drop-down menu of search options so that agents do not have to type in the display name.

To do this:

1. Define a business attribute with a name = <Name of the custom attribute> (for example, "hobby") that corresponds to an Interaction Attribute value
2. Assign as the business attribute values the list of options and display names that will be displayed in the combo box for that attribute. For example:
   • Name = Baseball
     Display Name = Baseball
   • Name = Books
     Display Name = Books
   • Name = Cinema
     Display Name = Cinema
   • Name = DIY
     Display Name = Do It Yourself
   • Name = Sailing
     Display Name = Sailing
   • Name = Sports
     Display Name = Sports

Enabling the Related interaction tab

The Related tab enables agents to access all the interactions that are related to a single conversation. Sometimes multiple interactions are created in the handling of a single case. Multiple individuals, both within and outside your organization, might also contribute to a single conversation.

The Related tab is displayed in the interaction view. It displays all the interactions related to the current interaction as cards containing information about each related interaction, including custom attributes. You can enable the Related tab at the cloud cluster, agent group, or agent level by assigning the privilege.contact.can-use-related-interactions privilege.

To enable agents to mark interactions in the Related tab as Done, assign the privilege.contact.can-mark-done-related-interactions privilege.

To enable agents to delete interactions by using the Related tab, assign the privilege.contact.can-delete-related-interactions privilege.

Important

The Related tab is currently supported only for email interactions.

Agents can open single or multiple interactions simultaneously. Use the contact.related-interactions.open.max-number option to specify the number of related interactions that may be opened simultaneously.

The Related tab includes a Quick Search field that enables agents to search for specific text or other interaction attributes within the related interactions. Use the contact.history-quick-search-attributes option to specify which attributes may be searched. The maximum number of search results is 100.

Interaction cards in the Related tab are sortable. Use the contact.related-interactions.sort-by.attributes option to specify which interaction attributes and custom attributes may be used for sorting related interactions.

The Related tab supports tagging of interaction cards with up to two custom attributes. Use the contact.related-interactions.custom-attributes option to specify which two custom attributes to display. If you specify more than two attributes, the others are ignored.

If you have enabled agents to mark interactions as Done from the Related tab, you can specify the list of attribute values that can be set as disposition codes for the interactions by using the interaction.related.disposition.value-business-attribute option. To specify the key-value pairs that are submitted to the Genesys backend as attached data or a user event, configure the interaction.related.disposition.key-name option.

Use the views.CaseSideRegion.order option to specify the position of the Related tab in the interaction view. To specify that the Related tab is automatically the active tab, use the views.CaseSideRegion.activate-order option.

Troubleshooting UCSX environments

In environments using UCSX server, if you experience trouble with the validation of phone numbers on the client side when records are created or updated, set the value of the contact.phone-number-validation.enable option to false to disable phone number validation.